Admin bungle

I am at a total loss as to what these people are up to. For some obscure reason they have deducted double my Life insurance premium from my account with the result that Std Bank have now hit me with a penalty as some of my other debit orders have bounced as a result. This is not the first time and I refuse to phone them as this costs me another R50 to R80 in airtime. I am a pensioner and I control my money to within the rand. I demand that one of their more responsible people phone me to sort this mess out...AE Krugel ID ***